Hotel PMS Specialist - Leipzig, Deutschland - Oracle
Beschreibung
We are delivering first-class support to our hospitality customers all over the world, providing technical assistance and solutions in Hotel and Food & Beverage. Our primary task is to provide level-one support to customers who contact Oracle Hospitality Support and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).
**The role is hybrid and candidates will need to regularly attend one of our offices in Berlin Grand Central, Frankfurt am Main, Hamburg, Munchen or Dusseldorf.**
Requirements
o Previous experience of working in hospitality - preferably reception/restaurant experience
o Fluent in German, written and oral
o Fluent in English, written and oral
o A willingness to learn is essential as extensive on-the-job training is provided
o A willingness to use also self-learning tools and online documentation for self-learning
o Strong Computer skills and/or a strong interest in IT are essential
o Availability to work in shifts, during weekends and holidays 24 X 7 X 365
o Previous experience of Micros Fidelio Products would be advantageous
o Ability to work under pressure and multitask
o Strong analytical skills
You must have experience in the Hotel or Restaurant Industry
Skills - Essential
o Ability to turn work around quickly whilst still maintaining high level of accuracy
o Customer focused – has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
o Good listener and remains calm when dealing with incidents
o Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
o Enthusiastic - genuinely wanting to deliver a first class service
o Strong attention to detail and accuracy in all work.
o Articulate and methodical in approach
o Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
o PC literate - including a good level of knowledge of hardware and MS
o Windows / Microsoft Office, i.e. Print Setup and Internet Explorer in particular
o Ability to develop specific customer knowledge over time
o An understanding of the Hotel business
Experience – Desirable
o Experience of working within a similar support role
o Experience of using a call logging application
o Hotel Reception Experience is an advantage
o A basic understanding of Networks
o Quick learner able to become productive quickly
o Basic SQL knowledge
· Characteristics & Competencies in line with the Company Essential Values
o Go beyond the boundaries of your job description in order to get a good result
o Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
o Use superior skills and knowledge to produce excellent work that we are all proud of
o Be open, honest, and professional with colleagues, clients and 3rd parties
o Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service
Responsibilities - the successful candidate will be required to:
o Provide PMS Support and related products to our customer base
o Log and manage support requests received from external customers, within the specified time
o Analyze, troubleshoot and resolve customer issues - working towards
o resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
o Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners - this includes Testing
o Take ownership of calls and monitor through to resolution – this includes calls passed to other teams or external support partners
o Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
o Carry out any other duties as reasonably requested by your line manager
"At Oracle, we don't just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
We expressly encourage disabled candidates to apply for this position. Please therefore feel free to voluntarily inform us in your application about any severe disability (degree of disability of at least 50%) or any equal status (degree of disability of at least 30% together with official decision on equality) in accordance with the German SGB IX."